Case study analysis of six sigma in Singapore service organizations

Chakraborty, Ayon & Tan, Kay Chuan (2008) Case study analysis of six sigma in Singapore service organizations. In Proceedings of : ICSSSM'08 : Fifth International Conference on Service Systems and Service Management, IEEE, Melbourne, Vic, pp. 128-133.

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This paper presents a Six Sigma case study analysis involving three service organizations of Singapore. The organizations are a local hospital, a construction and related engineering service, and a consultancy service. These organizations embarked on their Six Sigma journey around 2003-2004. Though the hospital was slightly ahead than the other two in beginning Six Sigma. These organizations have since achieved significant service improvements through implementation of Six Sigma to their different divisions. Through a series of structured interviews with Six Sigma project champions, team leaders, and members; project reports; public archives; and observations; this study explores the Six Sigma journey of these organizations. The results portray a list of success factors which led to the Six Sigma initiatives, the process of Six Sigma implementation through proper identification of critical-to-quality characteristics, tools and techniques, and the performance indicators which display the improvements due to Six Sigma.

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ID Code: 47101
Item Type: Conference Paper
Refereed: Yes
Keywords: CSFs, CTQs, KPIs, Six Sigma, Service
ISBN: 9781424416721
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > Information Systems
Copyright Owner: Copyright 2008 IEEE
Copyright Statement: (c) 2008 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works
Deposited On: 21 Nov 2011 03:54
Last Modified: 21 Nov 2011 19:22

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